Customer Service Specialist

About ScoreVision:

We are ScoreVision, a leading software provider in sports technology. We believe every student and athlete should have access to an unforgettable game day experience. Our software focuses on making that experience not only accessible, but attainable for sports teams at every level. In other words, it’s about more than the score.

The Role

ScoreVision is looking for a Customer Service Specialist to join our support team.

This role sits at the intersection of support, training, and customer success. As a full-time Customer Service Specialist, you will collaborate with our partners and internal teams to resolve issues as they arise and answer questions to improve the customer experience.

We do not use scripts on our calls, so we are looking for an individual who is conversational, collaborative, and knowledgeable, with strong problem-solving instincts. You should be someone who can speak with confidence and adapt to the customer’s level of knowledge to help them understand both the problem and how you plan to resolve it. You should be comfortable working in a fast-paced environment, be ambitious about expanding your knowledge, be able to manage multiple clients simultaneously, and collaborate closely with teammates across the organization.

Primary Responsibilities & Expectations:

Provide World Class Customer Support Be the voice our customers trust. You'll serve as the frontline of customer support—handling calls, emails, and text messages from 8:00 A.M. CST through the completion of the last scheduled game each day. You must be comfortable taking video calls (Zoom and FaceTime), as we frequently use them to troubleshoot issues in real time. In every interaction, your goal is to provide clear next steps while leaving customers confident they're in good hands.

Own the solution: You are expected to take full ownership of support tickets—from initial investigation through to resolution. Given the nature of ScoreVision's partnerships, our support team frequently encounters issues that extend beyond our software and involve audio-visual rack systems or display hardware. In these situations, ScoreVision steps up by proactively coordinating with the appropriate partners on the customer's behalf, serving as both advocate and liaison until a solution is reached.

Ability to Multitask: Many issues require time and investigation before they can be resolved. You will be expected to self-manage your queue, proactively follow up on outstanding issues, and escalate appropriately when needed, ensuring no customer is left without a path forward.

Work Schedule: Our support team doesn't run off an 8-to-5 model; we stay online until the last game of the day is done, seven days a week. This role requires genuine schedule flexibility, with shifts spanning mornings, middays, and evenings throughout the week and on weekends.

Customer Success and Training Basics: This role is about more than fixing problems, it’s helping customers get the most out of ScoreVision. You'll look for support patterns to recognize when a customer could benefit from extra training or a deeper conversation about how they can take things to the next level. You'll also keep an eye out for customers who are truly thriving, as their stories can inspire and inform the broader ScoreVision community through our Marketing Team.

Sales Support: Our support team often collaborates with sales team to ensure their systems are operating correctly for demos and tradeshow appearances.

Partner Support: The same level of dedication we bring to our customers applies to our partner relationships. You'll work directly with partners to resolve customer-facing issues, either bringing them into an active conversation or responding when they reach out to us. From there, you'll take ownership of the resolution process or escalate as needed to ensure nothing is left unfinished.

Install Support: You'll work closely with our internal team and certified partners during school installations, providing real-time assistance to confirm that everything on ScoreVision's end is configured and operating as expected.

Collaboration and Coordination: Our method of customer support is highly collaborative, both with customers and with our internal teams. We often work with other departments including marketing, development, training, and operations, to ensure success across all products and future developments.

Communication: Our team is expected to be detail-oriented in their communication, whether seeking coworker advice, filling out ticket notes, sharing information with other departments, or setting expectations with our customers.

While we regularly troubleshoot beyond our software into the realms of LED, networks, and AV equipment, the most important skill is customer service.  We are looking for an individual with the following background and qualities:

Customer Experience
• 2+ years in a customer-facing role (retail, food service, bartending, or similar)
• Comfortable working directly with customers and creating positive, helpful interactions
• Patience, personality, empathy, and drive are all foundational qualities we look for in a candidate

Interest in Technology
• Excited about technology and open to learning how our systems, LED displays, and AV equipment work
• Willing to jump in and support installations, working with both internal teams and external partners to make sure everything runs smoothly

Learning & Adaptability
• Eager to learn and not afraid to ask questions
• Able to pick up new tools and processes quickly
• Curious and proactive when it comes to figuring things out

Teamwork
• Enjoy working with others and contributing to a collaborative environment
• Communicates clearly and works well with teammates, customers, and partners

Nice to Have (But Not Required)
• Interest in sports and sports knowledge
• Any experience with LED displays, AV equipment, or similar tech